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Date Added: Sat 10/09/2022

CRM Delivery Manager Fully Remote

Coventry, CV11LF, UK
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Job Type: Permanent, FullTime

Salary: £60000 - £70000/annum

The Role

Do you thrive in providing excellent client focused services, do you have an appreciation for going beyond meeting your client's basic needs?

If so, our Client Success Team have an exciting opportunity for you to take a dynamic lead in redesigning our business processes by actively restructuring our existing Microsoft Dynamics system utilising D365, Power Platform and Azure Logic Apps.

The Dynamics 365 (CRM) Delivery Manager will be responsible for the management, design, and customisation of our cloud-based enterprise Microsoft Dynamics business application solutions. This is an interesting opportunity for you to advance your career and support our growing base of clients which will involve developing, deploying, testing, and integrating D365 and Power Apps for the business and our internal users.

This is an exciting opportunity to gain hands-on experience working with the latest technologies, including the in-demand Power Apps and Power Automate, and further develop your professional skill set.

If this sounds interesting, keep on reading.

Role Responsibilities

As the Dynamics 365 (CRM) Delivery Manager, you will be the main point of contact for Customer Engagement (CE) and Unified Operations (UO) within the organisation for our global userbase. You will take an active role in the day-to-day management of the function, while, strategizing for longer-term direction and designs needed for continued global growth.

You will work closely with the Global Head of Client Success and liaise with internal stakeholders to scope, design and build new features in Dynamics to meet user and business requirements and will be part of a team responsible for troubleshooting technical issues with the platform by providing support on Dynamics issues.

The following list is indicative of the overall expectations of the role (not exhaustive):

Act as lead system owner and administrator for Microsoft Dynamics 365 CRM services utilised by the Global business. Assist with planning, designing, building, testing, and implementing changes to Microsoft Dynamics 365 CRM in line with business requirements
Manage, lead, grow, and evolve the business systems support team in line with business requirements by driving innovative ideas and solutions in response to changing market conditions
Own the customisation and configuration of Customer Service Enterprise, Universal Resource Scheduler, Sales Enterprise & Professional and Finance (UO)
Demonstrate a strong understanding of technology and subject matter with the ability to learn quickly, apply new technologies, and drive innovation and change
Customise and enhance business wide reporting capabilities with real-time analytics and department dashboards while working cross-functionally with Presales, Sales, Finance, Delivery, and Client Success teams to deliver actionable business insights
Ensure the tooling proactively supports operational delivery, optimisation & reporting including performance metrics
As an innovative, creative problem solver, you will take a proactive approach to implementing solutions that can automate processes, eliminate task repetition, and streamline processes while maintaining data integrity and ensuring that information is routinely checked for accuracy.
Take ownership of full lifecycle of management and delivery of training schedules to support end user's capabilities and experience

Experience & Skills

The following are strong recommendations and in most cases prerequisites of the role.

Proven and demonstratable experience administrating Microsoft Dynamics 365 and developing applications
MS Dynamics 365 certification, or the ability to demonstrate a wide programming skill set skillset in the configuration and deployment of D365 cloud services
Confident in creating and managing environments using Dataverse
Proven experience/knowledge of Power Platform apps
Experience working on dynamic, agile teams with the ability to deliver on multiple workstreams
Experience integrating third-party applications with Dynamics 365 apps
A good understanding of the Microsoft 365 roadmap, and the ability to evaluate the applicability for business productivity solutions
Automation using model-driven and canvas apps
Proficient with creating dashboards within Power BI
Understanding of security principles and practices ensuring confidentiality, integrity, and availability of data and D365 services
Strong attention to detail and excellent customer service orientation
Experience with integrations and migration paths from on-prem solutions to Microsoft 365
Ability to work both autonomously and as a team player

The following list of requirements are desirable for the role:

Understanding of Microsoft Power Automate, including standard connectors with Power Apps and other associated products.
M365 administration other M365 services such as Exchange, Teams, and AAD
PowerShell and PnP-PowerShell skills including development of ground-up scripting across Microsoft 365 services
Experience with the end-to-end connectivity (network/proxy) between devices and cloud services
ITIL certifications are highly regarded
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